Frost & Sullivan, a 60-year veteran of business growth, innovation, and leadership, recently organized a Financial Services Think Tank session that brought together a few select customer experience (CX) professionals from financial services institutions to share best practices in transforming CX with new technologies and methods in line with changing market conditions.

The content-rich discussion covered a variety of topics that included the following:

• Gauging the impact of COVID-19 on doing business and on customer engagement
• Managing an immediate shift of the CX delivery model without compromising quality
• Identifying the effect of artificial intelligence (AI) and automation on employee and customer experience
• Finding the optimal balance between digital and human interactions